According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.” Gartner defines it as “the practice of...

Today I’m pleased to share a guest post by Lexie Lu of Design Roast. Coming up with a brand identity isn’t an easy task. You have to consider the message you want the world to take away from any interaction with your company, and you have to think about what...

Image courtesy of PixabaySeveral people have asked me for my thoughts on the big airline news last week, the merger of American Airlines and USAirways. You know that I’m more than happy to weigh in, especially on the heels of the controversial American Airlines...

Image courtesy of PixabayIf you’ve been following my blog the last week or so, you’ll know that I wrote a post about the American Airlines rebrand last week and followed it up with a post on Tuesday about my exchange with their Social Media Team.In...

Image courtesy of Pixabay After a Twitter exchange with, and an email from, American Airlines, I still feel like their rebranding, er, modernization, is lipstick on a pig. I wrote a blog post last week about my thoughts on the American Airlines rebranding, which...

Image courtesy of Pixabay Late last week, with much fanfare, American Airlines introduced the results of its rebranding efforts: a new logo, a new paint job, and some new airplanes. The reviews were mixed. What do you think? Here’s what I think: It’s...